About the role
Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. Job Description Sprinklr is a leading enterprise software company for customer-facing functions. Our AI-powered Unified-CXM platform helps more than 1,000 global enterprises deliver consistent customer experiences across modern channels. We are looking for an experienced Senior Project / Program Manager to lead enterprise CCaaS and Unified-CXM implementations for global customers. This role owns delivery governance from discovery through design, configuration, integrations, UAT, cutover, hypercare, and handover while partnering with consultants, solution architects, product teams, customer IT, vendors, and executives.
What You'll Do The ideal candidate combines project discipline, commercial awareness, technical fluency, and executive stakeholder management to deliver outcomes across scope, timeline, quality, adoption, customer satisfaction, and value realization.
The role requires technical literacy across CRM, contact center platforms, APIs, telephony, cloud connectivity, and customer integration environments—not hands-on solution architecture ownership.
Responsibilities Own end-to-end delivery of enterprise CCaaS and Unified-CXM implementations across scope, plan, risks, issues, dependencies, change control, and stakeholder governance. Run governance across discovery, design, configuration, integrations, testing, deployment, cutover, hypercare, and handover. Translate customer business objectives into milestones, acceptance criteria, adoption plans, and measurable value realization goals. Engage customer sponsors and executives; maintain clear communication across internal and external stakeholders. Partner with Professional Services, Product, Engineering, Sales, Customer Success, Support, customer IT, and vendors to resolve delivery and technical blockers. Maintain project health, forecast, burn, margin, weekly status, escalation, and delivery hygiene reporting. Lead cross-functional teams in a matrix environment, creating clarity on ownership, timelines, dependencies, decisions, and escalation paths. Stay current on CXM, CCaaS, contact center, and enterprise SaaS trends; travel up to 10%. Required Experience 8+ years managing enterprise SaaS, CCaaS, contact center, digital transformation, or customer experience technology implementations. Experience leading complex, multi-workstream programs across regional or global delivery models. • Strong executive stakeholder management, customer sponsor engagement, escalation management, and cross-functional decision facilitation. Ability to define governance cadences, delivery roadmaps, success criteria, adoption plans, RAID models, and change control processes. Experience managing project financial and operational hygiene, including effort tracking, burn reporting, forecasting, scope control, and project health. Working knowledge of SDLC and implementation artefacts such as project plans, solution design inputs, integration plans, test plans, cutover plans, hypercare plans, and handover documentation. Strong written and verbal communication skills with the ability to lead large teams without direct reporting authority. Preferred Experience Experience with contact center solutions, VoIP, ACD/IVR, dialers, workforce management, telecommunications, collaboration, or digital service platforms. Technical configuration exposure to CCaaS or similar SaaS platforms. Experience across multiple markets, time zones, business units, partner ecosystems, or vendor-led delivery models. PMP, Scrum, PRINCE2, SAFe, ITIL, cloud fundamentals, or contact center technology certification preferred. What Makes This Role Exciting Lead high-impact transformation programs for global brands modernizing customer engagement and contact center operations. Work at the intersection of customer strategy, enterprise technology, delivery execution, and executive stakeholder management. Build expertise in AI-powered Unified-CXM and CCaaS transformation while directly influencing customer value and adoption. We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: Lead a new category of enterprise software that we call Unified-CXM. Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. Create a culture of customer obsession, with trust, teamwork, and accountability. We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. We invest in our people: We offer a comprehensive suite of
